Vertage
Customer Support Representative
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Job Description: Oyster Customer Service Agent
Summary
The client is looking for multi-skilled Oyster advisors, working from home (but will need to live up to 1 hour away from Coventry), with a two-week mandatory training programme and a requirement to support both telephony and correspondence activities. A basic Math's test is required on this one.
Start Date: Monday 16th November
Contract Length: 16/11/2026 to 05/02/2027
Numbers Required:
- 6 confirmed heads + 2 reserves
- We need 14 candidates offered and going through vetting to come out with the 6 plus 2 reserves.
- All offers to be made by the end of next week
Working Pattern:
- Homeworking Hours: 08:00–20:00, Monday to Sunday (rotational shifts)
- Contracts are 37.5 hours per week.
- The service operates between the hours of 8am-8pm, Monday-Sunday.
- Agents will be placed on a rotating shift pattern covering the full operating hours, including weekends.
Homeworking: Candidates need to live 1 hour from Coventry to be able to commute into the office if training or competency-based support is required.
- This intake will be home-based from day one.
- Candidates will need to live roughly one hour from Coventry, so they can attend the office for additional support or training if required.
Training Hours:
- Training will run for 2 weeks, Monday to Friday, 9am to 5pm.
Attendance Expectations During Training:
- No absences or pre-booked annual leave ideally within the first 2 weeks (training period).
- Any exceptions to be flagged for manager approval in advance.
Training Will Cover the Following:
- Capita induction
- Oyster product knowledge
- Query handling
- Systems training
- Supervised live handling towards the end of training.
There is no grad bay period. Once training is complete, agents will go live, with additional support available during the first week
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Christmas and Leave Expectations:
- The operation is open throughout the festive period, except Christmas Day.
- There is no enhanced pay for bank holidays or New Year.
- Holiday requests are managed through a preference process, but staffing requirements remain a priority.
- No annual leave should be approved during the two-week training period, as trainees would miss key content. Exceptions would only be for unavoidable circumstances such as sickness or emergencies.
The client stressed the importance of making candidates aware of:
- The full shift flexibility requirement within operational hours.
- Weekend working expectations.
- Christmas/New Year working arrangements.
- This is a homeworking arrangement alongside the possibility of attending the Coventry office if needed - this would likely only be if there was a competency-based issue, to further enable competency from home.
- The requirement to attend all training with no annual leave during the induction period.
Role Requirements
- Strong reading and comprehension skills
- Strong verbal communication skills
- Excellent written communication and letter-writing ability, including the ability to personalise template responses.
- Ability to follow business rules and process guidance
- Basic mathematical ability – Candidates need to be able to understand basic maths and therefore must complete the attached Maths test and pass. The test and answers are attached separately for you. Once the candidate has expressed interest the test needs to be emailed to them and ask them to return it. You then need to mark the test and only send applicants to us that have successfully passed.
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Job Description
An Oyster Customer Service Agent is the first point of contact for customers contacting Transport for London (TfL) about Oyster cards, ticketing and travel-related enquiries. The role involves handling calls and correspondence, resolving customer issues, processing refunds, investigating journey and fare queries, updating customer records, and providing clear, accurate information to help customers travel with confidence.
What We're Looking For
We're looking for people who are passionate about delivering excellent customer service and enjoy helping others. Successful candidates will have strong communication skills, a positive and professional attitude, good attention to detail, and the ability to remain calm under pressure. They should be confident using computer systems, comfortable problem-solving, and committed to finding the right outcome for customers while following processes and procedures accurately. Qualities such as empathy, resilience, teamwork and a genuine desire to make a difference to the customer experience are highly valued.
Role Overview
- The intake is for the Oyster account, handling customer enquiries relating to Oyster cards, including questions, complaints and refund requests.
- New starters may be placed in either:
- Telephony (inbound calls)
- Correspondence (emails and web forms)
- However, all agents are expected to be multi-skilled and support both workstreams when required.
Skills Required
- Strong verbal communication skills.
- Good written communication skills, including the ability to personalise template responses.
- Basic mathematical ability, particularly for handling refund calculations.
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